Callminer

JULY 23, 2019

Providing feedback to agents in your call center is entirely needed to maintain and improve a quality facility. However, knowing how to deliver feedback can be tricky. Unfortunately, there are a number of pitfalls that can derail the process of delivering effective feedback.

Best practices 140

Best practices Feedback Call Center Coaching 140

Beyond Philosophy

FEBRUARY 28, 2017

Tillerson’s remark led me to think about new employees generally, and my experiences over the years, both as an employee and as as the CEO of our customer experience consultancy, Beyond Philosophy. 8. Find constructive ways to say “No.” Seek feedback. Don’t assume things. 9. Be a team player.

Construction 327

Construction Feedback Consulting Consulting 327

Myra Golden Media

APRIL 2, 2019

Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down. You’ll be nervous about leading them and giving constructive feedback.

Construction 239

Construction Feedback Management Customer Experience 239

CX Accelerator

NOVEMBER 7, 2023

Give inconsistent or incorrect answers to customers. Are easy to reach on certain customer service channels (like social media) but not so easy on others. With this in mind, I asked a few of my friends on the , Customer Experience Question of the Day (#CXQOTD ) on X to complete this sentence. 14) have a scapegoat culture.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316

Callminer

MAY 11, 2020

Ultimately, disgruntled employees can even have a negative impact on the customer experience , as unhappy employees are less likely to go the extra mile to ensure that your customers are satisfied. Meet Our Panel of Customer Service & Customer Experience Managers: Anh Trinh. Take responsibility.

Management 273

Management Customer Experience Customer Service Coaching 273

Beyond Philosophy

SEPTEMBER 20, 2018

If we aren’t saying what we mean, then what are the implications for our Customer Experience? Honest communication can not only improve communication, but it can also enhance workplace quality and Customer Experience. If you ask for honest feedback, you need to be prepared to hear it and present an appropriate reaction.

Construction 341

Construction Consulting Consulting Customer Experience 341

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Customer Experience 167

Customer Experience B2C Journey mapping B2B 167

Beyond Philosophy

DECEMBER 9, 2021

Having a larger scale for respondents to choose from is also essential to help you get more detailed about what is happening in your Customer Experience and producing the passive score. NPS is an excellent tool, but other things should supplement it, like the Customer Experience Design.

Construction 221

Construction Feedback Surveys Sales 221

ShepHyken

OCTOBER 31, 2017

He encourages companies to seek out constructive criticism in order to improve their way of doing business. Josh also explains how to recover from service failures and gain loyal customers. If you have customers (and I know you do), this this is a powerful must-listen-to episode of Amazing Business Radio!

Entertainment 276

Entertainment Construction Consulting Consulting 276

CCNG

JUNE 5, 2024

I am thrilled that the vast majority of organizations have started to realize that it is important to get feedback from their customers. In this article, I would like to discuss some of the common mistakes made in conducting customer surveys and then lay out how a complete customer feedback program should be organized.

Surveys 195

Surveys Construction CCNG Feedback 195

PeopleMetrics

SEPTEMBER 17, 2015

Motivating Customer Experience Improvement. If you’re a customer experience leader, that duality is important to understand. Making Meaning Out of Customer Centricity. In customer experience strategy, we can get mired in the practical elements of our business: Who will take responsibility?

Customer Experience 120

Customer Experience Customer centricity Construction Feedback 120

Nicereply

OCTOBER 22, 2024

What is a feedback survey? Is it simply a strategy used to gauge customer satisfaction, or is it a means of actively involving and engaging your customers? A feedback survey is a great way to get valuable information about your customers’ preferences while keeping them engaged with your brand.

Surveys 52

Surveys Feedback Customer retention Construction 52

Education Services Group

APRIL 21, 2021

This means taking everything that is working (or could be working) for your CS organization and building it into the processes and systems that allow you to support that potentially infinite number of customers with your finite resources. Playbooks will allow you to build a consistent customer experience with fewer resources.

Construction 94

Construction Journey mapping Customer retention Scripts 94

Myra Golden Media

JANUARY 8, 2018

So, last night I had the idea to coach my son using the same three-step method I tell my clients to use when they have to help an employee through a problem or to give someone constructive feedback. Most managers don’t give employees the constructive feedback they need to develop and grow. How do I want him to Feel ?

Construction 189

Construction Coaching Feedback Contact Center 189

GetFeedback

MAY 13, 2019

The most critical element to improving your company is not having a visionary CEO, leaders who have “been there/done that,” or teams working long hours to deliver the product: it’s actively capitalizing on the voice of the customer feedback. Voice of the customer feedback is any comment or concern given by a customer to your company.

Feedback 121

Feedback Journey mapping B2C Accountability 121

ShepHyken

JULY 1, 2016

Feedback from customers and opinions of management can all be skewed due to a limited perspective. Frontline employees in the thick of everyday customer service may see or speak to 100+ clients a day, which gives them valuable insight into your business. Foster the Voice of the Employee.

Brand ambassadors 215

Brand ambassadors Construction Morale Feedback 215

Satrix Solutions

JULY 28, 2021

It’s an interesting question because most people don’t think about a Customer Experience (CX) program in terms of risks. As many studies have demonstrated , a company-wide focus on delivering a strong customer experience at every touchpoint will often have very positive effects on a business. So what’s the biggest risk?

Customer Experience 122

Customer Experience B2B Surveys Construction 122

SharpenCX

DECEMBER 28, 2021

In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience. Outdoor furniture company Polywood manages to capture all of these factors, establishing a vast community of loyal customers.

Customer Experience 128

Customer Experience Feedback Construction Contact Center 128

SharpenCX

DECEMBER 28, 2021

In my own experience, the brands I’m most loyal to have to impress me not only with their product. My favorite brands wow me with their mission, their service, and their overall customer experience. Outdoor furniture company Polywood manages to capture all of these factors, establishing a vast community of loyal customers.

Customer Experience 128

Customer Experience Feedback Construction Contact Center 128

ShepHyken

JUNE 19, 2018

If an employee does not have the right attitude or behavior, a leader needs to step in and provide feedback. In a team, if you see someone who is excited about customer service, that excitement becomes infectious. Hearing from a peer, even if it is constructive feedback, has a better impact on employees.

Construction 192

Construction Coaching Employee engagement Feedback 192

TeleDirect

MARCH 20, 2025

Performance Feedback and Coaching Once audits are completed, share results with agents to provide constructive feedback. Regular feedback sessions and collaborative evaluations. Implement Real-Time Call Monitoring Monitoring live calls enables immediate feedback and intervention when necessary.

Best practices 62

Best practices Calibration Average Handle Time First call resolution 62

TeleDirect

MARCH 13, 2025

Improves Customer Satisfaction Well-trained agents handle calls more effectively, leading to higher satisfaction rates. Creates a more personalized customer experience. Increases Agent Confidence and Efficiency Training ensures agents are well-equipped to handle various customer scenarios.

Best practices 62

Best practices Call Center Customer Service Average Handle Time 62

Myra Golden Media

MAY 30, 2018

Millennials grew up getting constant praise and feedback from their parents, teachers, coaches, and peers. In the workplace, they want your feedback. A lack of feedback is a de-motivator for Millennials. Improve your chances of attracting, hiring, and retaining the best Millennials for your customer experience.

Construction 149

Construction Customer Service Coaching Feedback 149

SharpenCX

MAY 26, 2020

The world is changing, and customers run the show. Organizations must wake up to the truth of the matter — remarkable customer service is a competitive advantage. Now, 89% of businesses compete on the customer experience they deliver — not just through the initial sale. Think about it.

Contact Center 128

Contact Center Coaching Customer Service Customer Experience 128

Myra Golden Media

JANUARY 4, 2019

Consistent – You can’t give corrective feedback sometimes, and then other times turn a blind eye. Feedback to employees should follow what Douglas McGregor calls the Hot Stove Rule. Your employees need, and deserve, immediate feedback on their performance. Your feedback and discipline must be impersonal.

Coaching 168

Coaching Construction Feedback Contact Center 168

Callminer

APRIL 30, 2020

The most successful companies have solutions in place for monitoring customer interactions and analyzing customer sentiment. For more information on improving the customer experience, download our white paper, Leveraging Emotion to Improve CX & Elevate Contact Center Performance.

Customer Service 273

Customer Service Scripts Construction Feedback 273

PeopleMetrics

FEBRUARY 28, 2015

A practical approach to doing this is to first determine what customers need and want from their banking relationship and second to identify and refine common events where the bank is failing to deliver against those needs. Starting with Customer Priorities. These are: Meeting customer needs. His Smartphone is his lifeline.

Banking 126

Banking Customer Experience Construction Accountability 126

Calabrio

MARCH 11, 2025

Workforce Management 9 Contact Center Quality Assurance Best Practices: Modernize Your Approach, Optimize Your Performance Share Even as AI enters the picture, the human interaction between agent and customer is, and will remain, at the core of customer service operations.

Best practices 52

Best practices Contact Center Chatbots Call Center 52

Fonolo

JULY 27, 2021

FCR measures the percentage of customer queries that are resolved within the first interaction. If customers need to reach out multiple times to resolve a single issue, you likely have a low FCR rate. Not only does a high FCR improve customer experience, but it also indicates high efficiency in your agents.

Call Center 142

Call Center Abandon rate First call resolution Construction 142

ijgolding

AUGUST 20, 2015

I was inspired to create my own methodology for writing Customer Experience Reviews by reading and watching the plethora of infamous restaurant critics who are regularly in the public eye. There are a couple of things that the team should consider – I hope they take what I am about to say as constructive feedback.

Customer Experience 121

Customer Experience Construction Feedback Customer retention 121

Myra Golden Media

JULY 16, 2019

We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Employees expect and deserve feedback and guidance on their performance. Make scoring and interpreting your monitoring data as easy as reheating pizza in the microwave.

Calibration 153

Calibration Contact Center Coaching Construction 153

Fonolo

AUGUST 12, 2021

Not only does it lead to higher profits and lowered costs, it also results in better employee engagement and improved customer experiences. As managers, you need to be aware of your agents’ performance to ensure a good customer experience. Give positive and constructive feedback. Invest in your agents.

Call Center 148

Call Center Abandon rate Average Handle Time Construction 148

CSM Magazine

MARCH 6, 2025

Customer experience (CX) is everything. A well-designed Shopify store makes shopping a breeze, leading to loyal customers and a booming business. It’s simple: great experience equals repeat business. It’s simple: great experience equals repeat business. It’s a really popular platform.

Abandon rate 52

Abandon rate Upselling Construction Feedback 52

Lumoa

MARCH 20, 2018

Customer experience has been on the rise during the last couple of years. From the traditional product-oriented businesses we’re moving towards customer understanding and customer-centric approaches. Whether you’re new to customer experience or coming for little inspiration, this is the right place.

Customer Experience 107

Customer Experience B2C Journey mapping B2B 107

Comm100

JUNE 15, 2022

If you want your brand to stand head and shoulders above the competition, developing an unbeatable customer experience is essential. However, consistently achieving customer satisfaction across all aspects of your business is a considerable challenge. What is a customer experience (CX) program?

Customer Experience 98

Customer Experience Journey mapping Surveys Feedback 98

CSM Magazine

DECEMBER 5, 2019

AI is disrupting almost every industry, from manufacturing to finance – and in 2020 the increasing impact of AI will make its way to customer support (CS) centers, allowing businesses to empower CS agents with real-time feedback and guidance during customer interactions. Customer experience will be a priority in the boardroom.

Customer Experience 91

Customer Experience Construction Finance Customer centricity 91

ShepHyken

OCTOBER 23, 2023

Each week, I read many customer service and customer experience articles from various resources. Constructing Care: How Your Customers Know They Matter by Chip Bell (Forbes) It sounds like a broken record. When customers know you care, you create an emotional connection that fosters trust and loyalty.

Customer Service 169

Customer Service Construction Contact Center Scripts 169